QMS Infrastructure

Roles and Responsibilities

QMS Infrastructure

All Rights Reserved, Juran Institute, Inc. 6170 Performance System.v1 2 .PPT

Learning Objectives

1. Become familiar with the organizational roles and responsibilities for successful completion of projects.

1. Become familiar with the organizational roles and responsibilities for successful completion of projects.

2. Understand key roles and how you fit in.2. Understand key roles and how you fit in.

3. Understand why projects require management support to make them successful.

3. Understand why projects require management support to make them successful.

4. Understand the need for a supportive system and infrastructure to assure projects are aligned with the business strategy.

4. Understand the need for a supportive system and infrastructure to assure projects are aligned with the business strategy.


The Need for Infrastructure and Roles

Quality Professionals

Quality Professionals

Black BeltsBlack Belts Black BeltsBlack Belts

Green BeltsGreen Belts Green BeltsGreen Belts

Service LineCouncils

Service LineCouncils

Business ProcessCommittees

Business ProcessCommittees

Communication and

Coordination

Communication and

Coordination

Steering CommitteeSteering Committee

ChampionsChampions

VisionPriorityPath

Define

TeachSupportConsultMeasure

MeasureAnalyzeImproveControl Yellow BeltsYellow Belts Yellow BeltsYellow Belts


1. Sets goals and targets

2. Establishes system to support projects

3. Deals with critical cultural resistance

4. Reviews organization performance and aligns to strategic plans

Key Roles of Executive Leadership


1. Selects critical projects, leader(s), and team members

2. Provides management, leadership, support, and mentoring to peers and leaders

3. Removes organizational obstacles

4. Provides approval and support

5. Asks the right questions

6. Upholds systematic methodology and tools

7. Provides recognition and rewards

8. Communicates with executive management and peers

Key Roles of the Champion


1. Develops, coaches, and leads multi-functional improvement teams

2. Keeps Champion informed of project progress

3. Mentors and advises management on prioritizing, charting, and launching projects

4. Uses and teaches tools and methods to Green Belts, Yellow Belts, and Subject Matter Experts

5. Actively seeks to use the Lean and Six Sigma Breakthrough steps to solve chronic problems, remove waste, and plan new services or products

6. Learns to align projects to local business objectives

7. Provides project management, facilitates, and leads teams

8. Is trained and certified in the appropriate toolset

Key Roles of the Black Belt


1. Participates on a project as a Subject Matter Expert

2. Attends project meetings

3. Completes assignments between meetings

4. Actively participates and contributes expertise to project

5. Listens to others’ ideas

6. Uses Lean and Six Sigma tools appropriately

7. Is trained on the basic Lean and Six Sigma toolset

Key Roles of the Team Member


1. Manages the process to be improved

2. Commits to:

a. helping teams understand the current process

b. implementing the proven remedies at the Improve Phase

c. maintaining the process at the Control Phase

3. Institutionalizes team-developed procedures, standard work, templates, and tools

4. Responsible for “holding the gains”

5. Ensures continued incremental improvement

6. Maintains all project documentation at the completion of the project

Key Roles of the Process Owner


Key Roles of the Physician Leader

1. Represent clinical content with special attention to professional or evidence based practice.

2. Provide the voice of the clinical care providers.

3. Support change management throughout the MCP practice.

4. Integrate practice management into an academic endeavor—reporting and publishing practice innovations.


Typical Physician Roles

Business Process Team Members are physicians that carry out the roles of the business process owners. Business process owners are responsible for:1. Ensuring system-wide standardization of key processes, with

special focus on evidence based practice. 2. Recommending annual and multi-year performance targets to the

oversight committee.3. Developing and monitor control plans for Key Performance

Indicators (KPI’s).4. Reporting KPI results and trends to the oversight committee.5. Recommending improvement projects to the oversight committee.6. Integrating with the work of the other committees.7. Addressing structural and resource issues.

Time Required: 2 – 4 hours per month as team member;

8 hours per month as team leader or process owner

Time Required: 2 – 4 hours per month as team member;

8 hours per month as team leader or process owner

Business Process Team MemberBusiness Process Team Member



Project Team Members are those who participate in the current process that a project is improving. They can represent an area of expertise and/or major activity. As a Project Team Member, the physician participates in the following activities:

1.Participates on a project as a subject matter expert

2.Attends all project meetings

3.Completes assignments between meetings

4.Actively participates and contributes expertise to project

5.Listens to others’ ideas

6.Uses Lean and Six Sigma tools appropriately

7. Is trained on the basic Lean and Six Sigma tool set

Project Team MemberProject Team Member

Time Required: 2 – 4 hours per week while participating on an active project

(can be more during a rapid improvement project)

Time Required: 2 – 4 hours per week while participating on an active project

(can be more during a rapid improvement project)



Process Expert of Ad-Hoc Team MemberProcess Expert of Ad-Hoc Team Member

Time Required: varies: 1 – 4 hours per week during parts of the project.Time Required: varies: 1 – 4 hours per week during parts of the project.

Ad-hoc Team Members are those who participate in an improvement project on an as-needed basis. As an Ad-hoc Team Member, the physician participates in the following activities:

1.Contributes to a project as a subject matter expert

2.Attends project meetings when required

3.Completes assignments as requested

Documents

QMS Infrastructure